Ex+Cx=10x Growth

Blog Written By Ramesh Ranjan

Happy Employees create Happy Customers

When employees are satisfied and engaged in their work, they are more likely to provide better service, leading to increased customer satisfaction.

Richard Branson, the founder of the Virgin Group, is often quoted saying, “If you take care of your employees, they will take care of the clients.” This philosophy aligns closely with the idea that happy employees lead to happy customers, emphasizing the importance of employee well-being in achieving customer satisfaction.

The concept is a fundamental principle in the field of human resources and organizational psychology, highlighting the link between employee experience and customer experience. It underscores the importance of investing in employee satisfaction and engagement as a means to enhance customer service and business success.

Therefore it is imperative that organisations start with providing superior Employee Experience in their quest to provide superior Customer Experience.

Understanding Employee Experience (EX)

Employee Experience (EX) refers to the overall journey an employee goes through during their tenure at a company. This concept encompasses every aspect of an employee’s interaction with the organization, from the moment they first learn about the company to their final day of employment and beyond. EX is a holistic view that considers the multiple facets affecting an employee’s work life and overall satisfaction.

Employee Experience encapsulates everything an employee encounters, observes, or feels over their journey at an organization. This includes the work environment, the tools and technology they use, and the overarching company culture. Traditional employee management often focused on basic needs and requirements, but today’s EX approach is more holistic, considering the emotional and professional well-being of employees.

The Parallel with Customer Experience (CX)

Customer Experience refers to the perceptions and feelings customers have about a company based on their interactions. Like CX, EX aims to create positive, engaging experiences, but the focus is on the internal audience – the employees. Notably, companies like Google and Zappos, renowned for their exceptional CX, also place a significant emphasis on EX, recognizing that satisfied employees lead to satisfied customers. This link underscores a fundamental truth: happy employees lead to happy customers.

Creating Delight Points in the Employee Journey

‘Delight points’ in EX are moments that exceed employee expectations and contribute to a positive workplace experience. These can range from unexpected rewards to opportunities for personal and professional growth. For instance, Adobe’s “Kickbox” innovation program empowers employees to pitch their ideas, fostering a culture of creativity and ownership.

3 Pillars of Employee Experience by Dave Ulrich

Dave Ulrich in his article “how  to be ready for the future of work” defines a model Three Pillars of employee experience: that is built around 3 Pillars – Believe, Become, and Belong. This model offers a strategic approach to enhancing employee experience.

Believe

The ‘Believe‘ pillar focuses on the alignment of employees with the organization’s mission, vision, and values. It’s about cultivating a sense of purpose and ensuring that employees understand and are invested in the company’s goals. This pillar underscores the importance of employees believing in what the organization stands for and their role in achieving its objectives.

Become

The ‘Become‘ aspect of Ulrich’s model addresses personal and professional growth within the organization. It emphasizes the importance of providing opportunities for development, learning, and career progression. This pillar is about helping employees become more than they are, facilitating their journey towards personal and professional excellence.

Belong

Finally, ‘Belong‘ is about creating a sense of community and connection within the workplace. This involves fostering an inclusive and supportive culture where employees feel valued, respected, and part of a team. This sense of belonging is crucial for employee engagement and retention.

By integrating these pillars – Believe, Become, and Belong – into the employee experience strategy, organizations can create a more holistic and effective approach to EX. This model not only enhances the individual employee’s journey but also aligns it with the broader objectives of the organization, leading to a more cohesive and productive workforce.

The Dilemma of Standardization vs. Personalization

Balancing a standardized approach to EX with personalization is challenging. Standardization ensures fairness and consistency, while personalization caters to individual needs and preferences. The key lies in finding a balance, offering a core set of standardized benefits and experiences while allowing room for personalization where feasible.

The Synergy of CX and EX soars Business Outcomes

The interplay of CX and EX can be summarized in the formula “CX + EX = 10X Growth.” Companies that excel in both areas tend to see significant growth. Research consistently shows a strong correlation between effective EX and improved business performance. A seminal study by Gallup revealed that companies with highly engaged workforces outperform their peers by 147% in earnings per share. Furthermore, a positive EX is linked to higher employee productivity, better retention rates, and overall enhanced company performance.

For example, Salesforce, known for its customer-centric approach, also invests heavily in employee wellness and development, demonstrating the power of this synergy. Happy employees, who feel valued and engaged, are more likely to provide exceptional service, leading to satisfied and loyal customers.

The Role of Digitization and Technology in EX

Digital tools and technology are reshaping EX, offering innovative ways to engage and support employees. From AI-powered HR tools to virtual collaboration platforms, technology is enhancing the employee experience. However, it’s crucial to recognize that while technology can augment the experience, it cannot replace the human touch and emotional connection that are integral to a positive EX.

Employee Experience is increasingly recognized as a critical factor in business success. Companies with a strong focus on EX often see higher levels of employee engagement, productivity, and retention, which in turn drive better customer experiences and business outcomes.

Aligning Employee Experience with the standards of Customer Experience is not just an aspirational goal; it’s a strategic necessity. Investing in EX leads to more engaged, productive, and loyal employees, which in turn drives better customer experiences and business growth. As the corporate world evolves, the focus on EX will likely become not just a trend but a fundamental business practice, essential for sustainable success.

Want to know how to measure Employee Experience in your organization? Please find answers in Making People Count : How to measure the ROI on Human Capital, by Ramesh Ranjan. Know more about the book at https://www.makingpeoplecount.com/.

You can order a copy of the Book on Amazon @ https://www.makingpeoplecount.com/#amazon